Regional Payments Operations Manager

Get to know our Team:

• Primary purpose is to support the growth and efficiency of Grabpay PayOps operations. Using your influencing skills, together with data analysis and creativity in “getting stuff done”, you will be able to drive through improvements and positively collaborate with country teams across the region.

Get to know the Role:

• Expected to be familiar with daily operational metrics covering Grabpay’s business, and related financial metrics. Successful candidates will be able to map these metrics to operational action plans for improvements, innovations or changes implemented for repeatable success.
• Content areas covered include regional Grabpay’s strategy and project implementation, oversight of costs, budgets and investment areas & support with management reporting and organisation design.
• Building a strong and efficient operations team.

The day-to-day activities:

• Functional - Identify, size, prioritize, and execute initiatives and processes to improve our payment platform in collaboration with Product, Engineering, Finance, Fraud and/or other relevant departments
• Liaison personnel to oversee and manage the new processe for new grab product verticals, products and payments partners
• Own and manage relationships with new and existing payment partners
• Define, track, analyze, and own payments Key Performance indicators.
• Work cross functionally to identify, replicate, size, and resolve payments related issues.
• Shape GrabPay's payments processing processes
• Develops and motivates an effective team to achieve their goals and make efficient use of human resources
• Monitor team performance and report on metrics
• Discover training needs and provide coaching
• Recognize high performance and reward accomplishments
• Ensure service levels target for the team is met.
• Customer - Ensure customer metrics target for the team is met.
• Coordinate with internal and external customers as necessary
• Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance
• Assure that the team addresses all relevant issues within our grab standard policy
• Financial - Ensure our team cost to serve is within budget.
• People - Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort
• Ensure employee engagement scores is met.
• Provide the team with a vision of the project objectives
• Motivate and inspire team members
• Lead by setting a good example (role model)
• Coach and help develop team members
• Facilitate problem solving and collaboration
• Strive for team consensus and win-win agreements
• Ensure discussions and decisions lead toward closure
• Maintain healthy group dynamics
• Intervene when necessary to aid the group in resolving issues
• Assure that the team members have the necessary education and training to effectively participate on the team
• Encourage creativity, risk-taking, and constant improvement
• Recognize and celebrate team and team member accomplishments and exceptional performance

The must haves:

• Good PC skills, especially MS Excel
• In-depth knowledge of performance metrics
• Excellent communication and leadership skills
• Organizational and time-management skills
• Decision-making skills
• Possibility to work on weekends (flexible schedule)
• Be detail and quality oriented as well as have strong analytical and problem solving skills.
• Possess excellent verbal and written communication skills.
• Be able to think outside the box and make balanced and unbiased decisions based on all available information.
• Make balanced and unbiased decisions.
• Demonstrate a strong customer service orientation as well as conflict management skills and the ability to deliver difficult messages in the best way possible.
• Ability to demonstrate composure and a high degree of professionalism when in high pressure situations.